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Wolters Kluwer UK Selects Vlocity Insurance to Enhance Online Customer Experience

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Wolters Kluwer UK Selects Vlocity Insurance to Enhance Online Customer Experience

May 21, 2015
By Peter Bernstein
Senior Editor

For several months the buzz around the insurance industry has been that insurers should have a sense of urgency about investing in technology, specifically those that enhance the customer experience—or suffer what some observers believe will be dire consequences for those who continue to be laggards.  The message seems to be resonating as indicated by the announcement that cloud software solutions specialists, San Francisco, California-based Vlocity Inc., has been selected by the U.K. division of global information services company Wolters Kluwer to modernize the online experience for its tax insurance customers.

Vlocity, which positions itself as the world’s first multi-industry cloud software company on the Salesforce1 Platform, prides itself on its deep vertical market expertise, and insurance is one of those verticals. In fact, Vlocity Insurance will be deployed as a managed cloud portal for Wolters Kluwer U.K. to integrate its front-office customer data with its back-office policy and claims management systems for an enhanced unified customer experience for its accounting firms and policyholders. The cloud portal is designed to  save time and money for claims submissions and policy acquisition while reducing instances of fraud.

"Wolters Kluwer UK required a robust solution tailored to the unique demands of their industry that can be deployed quickly and cost effectively," said Vlocity Managing Director Europe Dominic Dinardo. "Building on the Salesforce Community Cloud and Sales Cloud, we're meeting those needs for Wolters Kluwer UK while delivering a modern and satisfying experience for policyholders that fulfills compliance and accounting requirements."

The use case, while customized for Wolters Kluwer, illustrates the general needs for insurers to upgrade their customer interaction capabilities.  The U.K. insurer, acknowledging the urgency of improving the overall customer experience through the automation of its business processes, was looking for a real-time cloud portal to manage tax-related insurance policies to avoid a lag caused by off-line policy purchasing, claim reporting and payment. The new Vlocity Insurance portal literally and figuratively fit the requirements. 

As Vlocity explains, the portal will, “create a seamless, integrated connection between end user policy holders, the accountants selling the policy schemes and the Wolters Kluwer back office environment for faster, more accurate and easier claims submission and renewals. The new portal will serve as a single source of truth to help manage policy sales, policy service, claims, renewals, and pricing between Wolters Kluwer, its base of more than 400 accounting firms, and thousands of policyholders.”

Wolters Kluwer UK CTO Kenneth Davis in comments about the solution stated: "Vlocity Insurance allows us to compete more effectively and at a faster time to value than custom designed or non-industry specific solutions." He added, "With Vlocity Insurance and Salesforce, we can deploy in a quarter of the time we expected, and deliver a deeper set of features and capabilities using a scalable architecture that is simple to upgrade and maintain over time."

Benefits of the Vlocity Insurance solution to Wolters Kluwer are cited as:

  • Real-time confirmation of policyholder coverage and claims history;
  • Streamlined claims submission and management across all policy stakeholders;
  • Real-time notification of new policyholder coverage and enhanced policy information. 

"We are thrilled to continue our work with Vlocity to meet the growing demand for industry-specific customer experiences in the cloud," said Miguel Milano, President, EMEA Salesforce. "The combination of Vlocity Industry Cloud Apps with the Salesforce Customer Success Platform enables world-class customer sales and service across any channel and any device."

What is noteworthy about the portal is that it leverages the Salesforce set of solutions to provide omnichannel customer interaction capabilities along with the critical back office integrations. Such implementations as this are good examples of how enterprises in general are looking to the cloud as the preferred path to improving customer interactions on a variety of metrics including 360 degree touch points, providing visibility on the entire customer journey and automating and integrating business processes to improve operational efficiency and effectiveness. 

Edited by Dominick Sorrentino

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